MrPacho Casino - Player's account is closed and winnings confiscated.

I deposited roughly 100€ on MrPacho and with luck turned it into 1,000€. I withdrew my daily limit of 500€ back via my credit card. Then on the next day I withdrew my other 500€.

Everything seemed normal, I haven't yet had any issues with them; it usually went pretty smoothly.

After ~2 days I got a mail that both of my withdrawals were cancelled. I wanted to log in, but got the message that my "account was under review" and that I could "check the help center for more information."

On the next day I reached out to the live chat, which told me that my account was closed because of an internal decision.

When I asked about my pending withdrawals of 1,000€ they told me they confiscated my winnings according to their terms and conditions 9.1/9.3/9.4. When I asked what it was concretely, they asked me to contact their e-mail support for further information - which I surely did.

I got a generic answer that "processed withdrawals can take up to five business days until they appear in my account." They asked me to provide a bank statement from the day when I requested the withdrawal, setting me a deadline of the end of the day.

I replied within 30 minutes and have not gotten a reply for over 8 hours now -- not even a confirmation that they're looking into it.

I then looked into the T&C: I used my own money, didn't do anything illegal, colluded, or otherwise broke their guidelines.

The live chat was in German, but I paraphrased the most important parts of it.

Otherwise translators suffice.

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Dear LonelyWolf17,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you complete the KYC verification before your account was closed, or did the casino request any additional verification documents from you?
• Did you use any bonus or promotional offer when accumulating the disputed €1,000 balance?
• Were the winnings accumulated by playing casino games, slots, sports betting, or a combination of these?
• Have you received any further explanation from the casino specifying exactly how you allegedly violated Terms 9.1, 9.3, or 9.4?

If possible, please also attach the relevant communication with the casino regarding the account closure and confiscation of your winnings directly to this complaint thread.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.